Refund policy

Effective date: September 20, 2026

Vividly Custom, operated by Grand Smooth Global LLC, accepts eligible returns for defective and non-defective products under this policy.

30-Day Return Window

You may request a return within 30 calendar days after the carrier records the order as delivered. The request must be submitted before the end of that 30-day period.

Eligible Condition

For a non-defective return, the item must be unused, unworn, unaltered, and undamaged, with all tags, accessories, and original packaging. Reasonable indoor inspection is permitted when it leaves no wear, damage, odor, alteration, or other evidence that the item is no longer returnable. Proof of purchase is required.

How to Request a Return

Email support@vividlycustom.com with your order number and the item you want to return. If an item is damaged, incomplete, or incorrect, we may request information reasonably necessary to confirm and resolve the issue.

Do not send an item before receiving approval and return instructions. If approved, we will provide a free prepaid downloadable return label by email. Use only the label and instructions we provide.

Return Fees

Returns are accepted by mail. We provide a free prepaid label for every approved return. We do not charge a return-shipping fee or restocking fee.

Exceptions

Gift cards and items clearly marked final sale before purchase are not returnable, except where applicable law requires otherwise or the item is defective, damaged, incomplete, or incorrect.

Exchanges

We do not process direct exchanges. To obtain a different item, size, or color, return the eligible original item for a refund and place a separate new order.

Damaged, Missing, or Incorrect Items

Inspect your order after delivery and contact us promptly if an item is damaged, defective, incomplete, or incorrect. After confirming the issue, we will offer an appropriate replacement when available or a refund for the affected item and cover the shipping needed to correct our error.

Inspection and Refund Timing

We inspect approved returns after arrival and notify you of the result. If approved, we initiate the refund to the original payment method within 10 business days after inspection. Your bank, card issuer, or payment provider may need additional time to post the credit.

Return Questions

Email support@vividlycustom.com, call +1 650-642-1571, or use our Contact Us page.
Business and mailing address: 15375 Barranca Pkwy, Suite A-212, Irvine, CA 92618, United States